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Magellan Jets · 1 day ago

Vice President, Client Service

Quincy, MA

Full-time

Onsite

Director/Executive

12+ years exp

Magellan Jets is a premier provider of private aviation solutions, dedicated to delivering customized flying experiences. The Vice President, Client Service is responsible for leading the Client Service Department, ensuring exceptional client experiences while managing operational performance and client satisfaction.

Travel

H1B Sponsor Likely

Responsibilities

Lead and manage the Client Service Department, with direct oversight of the Client Experience Manager and the Senior Director of Flight Operations, and indirect oversight of approximately 10 Client Experience Consultants and 4 Flight Operations Advisors

Foster a player-coach leadership style, balancing hands-on engagement with strategic oversight to build capability, confidence, and accountability across the team

Lead by example by consistently striving to exceed client expectations and mentoring team members to do the same

Reinforce best practices, policies, and decision-making frameworks, ensuring the team is equipped to navigate complex and ambiguous client situations

Conduct regular one-on-one meetings with direct reports to ensure alignment on business priorities, performance goals, and client experience standards

Build and maintain trusted relationships with key clients, serving as the primary point of contact for escalations and high-priority accounts

Develop and execute a client-centric strategy aligned with Magellan Jets’ vision and values to enhance client satisfaction, retention, and long-term loyalty

Serve as a liaison between the Client Service function and internal departments to ensure cohesive communication and seamless service delivery

Collaborate cross-functionally to identify opportunities for process improvement, enhanced client engagement, and service innovation

Actively represent the voice of the client across the organization, championing initiatives that elevate the overall client experience

Qualification

Client experience leadershipLuxury hospitality experience5-Diamond customer serviceClient experience strategiesInterpersonal skillsProblem-solving abilitiesLeadership experienceCoachingCommunication skillsRelationship-building skillsMentoring

Required

12–15 years of progressive customer service or client experience leadership experience required

Exceptional interpersonal, communication, and relationship-building skills

Strong problem-solving abilities with demonstrated composure in managing complex client escalations

Proven leadership experience within client service, account management, or operational environments

Demonstrated success in developing and executing impactful client experience strategies

Proven ability to lead, coach, and motivate teams in a fast-paced, client-focused environment

Highly collaborative mindset with the ability to foster strong relationships across departments and with clients

Passion for delivering exceptional client experiences and driving continuous improvement

Ability to work from the Quincy, MA office four days per week

Willingness to participate as backup in weekend coverage rotations and occasional evening shifts as needed

Schedule and conduct regular one-on-one meetings with each direct report to ensure alignment, communication, and development

Facilitate quarterly performance reviews for team members

Partner with direct reports to establish measurable OKRs aligned with departmental and company objectives

Coach, mentor, and develop team members while promoting accountability and professional growth

Provide timely, candid feedback and document performance concerns as appropriate

Partner with HR and senior leadership on performance management matters as needed

Oversee day-to-day departmental operations, ensuring adequate coverage at all times

Facilitate quarterly team meetings to drive communication, alignment, and engagement

Review and approve vacation schedules to maintain operational consistency

Hire and onboard high-performing talent for the Client Service organization

Oversee comprehensive training programs for Client Experience Consultants and Flight Operations Advisors to ensure consistent, client-first, and operationally sound performance

Develop and execute structured onboarding and transition plans for new hires to ensure smooth integration into the team and company culture

Regular use of standard office equipment, including computers, phones, and video conferencing tools

Ability to sit or stand for extended periods

Periodic regional travel via car or air

Ability to lift up to 20 pounds occasionally (e.g., event or marketing materials)

Strong verbal and written communication skills required for client-facing interactions

Preferred

Experience in luxury hospitality, aviation, or premium service environments preferred

5-Diamond customer service background strongly desired

Bachelor's degree preferred

Company

Magellan Jets

Magellan Jets is an aviation company providing private jet membership and jet cards.

Founded in 2008

Quincy, Massachusetts, USA

51-200 employees

http://magellanjets.com

H1B Sponsorship

Magellan Jets has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)